Complaints Procedure

We aim to provide a professional, supportive and high-quality service at all times. If you are dissatisfied with any aspect of our services, products, communications, website, or the handling of your personal information, we encourage you to tell us so that we can investigate and resolve the issue fairly.

How to Make a Complaint

Complaints should be submitted in writing by email to:

hello@frankandalex.co.uk

Please include:

• Your full name

• Your contact details

• A description of the issue

• Relevant dates and supporting information

• The outcome you would like us to consider

Acknowledgement

We will acknowledge receipt of your complaint within 5 working days.

Investigation

We will review the information provided and investigate the matter as appropriate. We may contact you if further information is required.

Outcome

We aim to provide a written response within 14 days of receiving your complaint. If additional time is required, we will keep you informed of progress and provide an updated timeframe.

Further Review

If you remain dissatisfied with our response, you may request a further review and provide any additional information you would like us to consider. A final response will then be issued.

Continuous Improvement

All complaints are reviewed to help improve our services, processes and customer experience.